Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for a designated portfolio of accounts on a daily basis.

• Establish and nurture trusted relationships with customers, seeking guidance from senior CSMs and the manager for complex scenarios.

• Identify and understand the deeper needs of customers beyond their expressed requests.

• Elevate unclear or high-pressure situations to senior team members for resolution.

• Assist customers in adopting Sift platform features that align with their objectives.

• Monitor progress towards achieving measurable outcomes for customers.

• Advocate for customer feedback and requirements within the organization.

• Collaborate with senior CSMs and other departments on escalated issues.

• Aid in the preparation and contribution to Quarterly Business Reviews (QBRs) and other customer-oriented evaluations.

• Cultivate expertise in products and the fraud industry.

• Share best practices with the team to enhance overall performance.

⛳️ Requirements

• A minimum of 3 years of experience in a customer-facing role such as Customer Success, Account Management, or a comparable position, or equivalent practical experience.

• Strong critical thinking and problem-solving abilities.

• Proven track record of building trusted relationships with customers and effectively representing their needs internally.

• Experience using AI/LLM tools (e.g., ChatGPT, Claude, Cowork) in everyday tasks.

• General proficiency with AI-assisted workflows.

• Excellent customer-facing communication skills, comfortable engaging with both technical and non-technical audiences.

• Experience in the fraud, payments, or trust & safety sectors is a plus.

• A bachelor's degree in a relevant field, or equivalent practical experience, is preferred.

• Prior experience in supporting or contributing to strategic business reviews (e.g., QBRs) is advantageous.

• Familiarity with SaaS products is a bonus.

• Must reside in and be authorized to work from a state where Sift is registered.

• Sift cannot sponsor candidates requiring new or initial H-1B visa sponsorship; however, candidates with existing H-1B status may be considered.

🏝️ Benefits

• 401k plan.

• Medical, dental, and vision coverage.

• Flexible lifestyle wallet.

• Learning & development reimbursement.

• Flexible time off.

• Company Mental Health Days.

• Equity.

• Competitive total compensation package.